Unmatched customer loyalty measurement for companies of all sizes

We’ve developed the Net Loyalty Score, a powerful metric designed to provide businesses with a comprehensive understanding of customer loyalty and how it compares to industry benchmarks.

Since 2019 we've done 70+ customer loyalty measurements using Net Loyalty Score

Extensive analysis of all NLS measurements reveals a key insight: true loyalty emerges at a score of +30 or above. Interestingly, the highest recorded NLS was +62, while the lowest was -60. This vast spectrum highlights the diverse range of customer experiences and underscores the importance of targeted strategies to cultivate stronger brand loyalty.

Client testimonials

Thanks to the Net Loyalty Score from the Voxwise team we moved discussion about the trends and cleared the future of our loyalty program. In NLS we've found a tool that measures our actions in the long run.

Thanks to the evaluation of NLS we are sure that our investments in our loyalty program Active Beauty and strengthening of customers' loyalty are worth the efforts. NLS provided us very valuable feedback directly from our customers.

Net Loyalty Score is greatly complementing the analysis of the transactional behavior of different customer groups, it is a very practical metric. Thanks to NLS we know better the loyalty of different customer segments.

Thanks to NLS, Voxwise proved to us how diverse customers we have. Very interesting was the analysis of the share of wallet. We had a chance to see our competitors who are preferred by our occasional shoppers.

After 10 years of having Blazek Klub we were interested in the members' evaluation. We utilized the Net Loyalty Score from Voxwise and the results were a very pleasant surprise.

A high NLS score confirmed our long-term commitment to excellent services and high quality of our products for healthy sleep. I highly appreciate all the ideas and solutions that Voxwise provided us.

Net Loyalty Score Framework

Net Loyalty Score (NLS) is a data-driven metric that gives your company a clear picture of loyalty variations across different customer segments. By assessing the responses to questions related to each loyalty domain – Appreciation, First choice, Emotional loyalty, customers and segments are assigned the NLS score from -100 to +100 and categorized as either loyal or cold.

This categorization allows companies to understand the situation of their companies’ loyalty and identify the weakest domain that requires targeted attention to enhance overall loyalty.

Start again

Crowd of random disloyal pedestrians

Find right customers

Improve customer experience

Build trust & registrations

Create a new loyalty strategy from scratch

Warm up

Bunch of cold transactional shoppers

Deliver motivating reward

Elicit desired actions

Earn customers’ loyalty

Revamp the loyalty strategy

Ignite

Cohort of positive & interested customers

Appreciate repeat customers

Foster positive word-of-mouth

Motivate to participate

Innovate the loyalty strategy

Keep pushing

Fanclub of loyal & enthusiastic members

Delight brand ambassadors

Provide VIP treatment

Create a sense of belonging

Keep the program profitable

It is further enhanced by three more metrics

Share of Wallet

Share of Wallet shows the averted side of customer loyalty. It’s a crucial metric in customer loyalty measurement, providing insights into the extent to which your company holds a customer’s purchasing power. It quantifies the percentage of a customer’s overall spending that goes towards yout company.

Loyalty Program Evaluation

Assessing the performance of a loyalty program relative to industry benchmarks provides valuable insights into its strengths and weaknesses. By comparing the customers’ perspective on loyalty program’s qualities, your brand can identify areas for improvement and opportunities to enhance the program’s effectiveness.

Termination Snap Test

Results of the Termination Snap Test give insight on the impact the loyalty program and state of mind of potentially affected loyal customers. This can help your company understand customers’ reaction to changes, and the subsequent changes in purchase behavior as a result.

Customer loyalty in numbers

80 %

of profits come from loyal customers

10 %

of additional revenue only through good work with retention

20 +

years of experience managing customer loyalty

Benefit from using Net Loyalty Score

Net Loyalty Score is a reliable benchmark that assesses the state of loyalty of the customer base within the market and the industry.

Results correlate with real behavior of customers, which has been compared to and verified by the analysis of real transaction data.

Net Loyalty Score compares the behaviour of different customer groups, countries or brands, and their evolution over time.

Loyalty Express methodology in nutshell

1

Collection of data from customers

2

Analysis and interpretation

3

Closing loyalty strategy workshop

Loyalty Express cuts through the guesswork. We leverage real customer data to deliver a comprehensive loyalty measurement in just 4 weeks. This means you’ll have actionable insights faster than ever, allowing you to foster stronger customer relationships and drive long-term growth.

Ready to measure your customer loyalty?

Our Loyalty Team

Radek Hrachovec

Partner at Voxwise

Certified Loyalty Marketing Professional

radek.hrachovec@voxwise.com

Martina Langová

Loyalty Consultant at Voxwise

martina.langova@voxwise.com

Struggling to take the next step towards loyalty?

Our FREE guide cuts through the noise. Discover 5 simple, yet effective steps to redesigning your. No hype, just actionable insights to transform your loyalty program into a successful one.

Achieve customer centricity with data, technology and our experience

We are a team of passionate data experts – analysts, scientists, and consultants – with over a decade of experience unlocking the hidden potential in customer data. Trusted by leading companies, we transform raw information into actionable insights that drive real growth.